Example tasks
What you can ask the Guest Experience skill
Use this skill whenever someone is designing the guest journey from booking to check-out, configuring the SMS / WhatsApp helpdesk, drafting pre-arrival messages, in-stay support, upsells (early-check-in, late-check-out, mid-stay clean), local-area concierge, post-stay review requests, NPS, and the AI Ambassador concierge.
- "Draft the pre-arrival sequence for a family stay at a beach property — T-7, T-3, T-1 and arrival day."
- "Set up the AI Ambassador concierge for unit 12. Pull house rules, Wi-Fi, parking, and the local restaurant set."
- "A guest says the hot tub is cold — draft the “we hear you, we're on it” reply and route it to maintenance."
- "Which upsells should we offer couples vs. families vs. large groups?"
- "Build the local-area concierge set for our mountain market: restaurants, family attractions, grocery, urgent care, pharmacy."
- "Request a review from this guest, and draft the follow-ups if they don't leave one."
- "Draft the post-stay NPS survey and this month's NPS report by property and market."
What it does
9 jobs the Guest Experience skill handles
Straight from the skill's SKILL.md — the brief Claude follows when this skill is active.
01Pre-Arrival Sequence (T-7, T-3, T-1, T-0)
Set the experience before the key code drops.
- T-7 days: warm welcome email — confirm dates, link to the welcome book, optional upsells (early check-in, late check-out, mid-stay clean, grocery delivery, beach gear, pack-and-play)
- T-3 days: SMS / WhatsApp opt-in for AI Ambassador concierge — "Text us anytime; we'll answer in seconds"
- T-1 day: check-in instructions, door code, Wi-Fi, parking, "what to know" highlights, "ask us anything" reminder
- T-0 (arrival day): "Welcome — your code is XXXXXX, here's the 60-second tour, here's the 24/7 line" SMS
- Personalize per group composition (family with kids, couples, large group, business stay) and per market (beach, mountain, urban)
- Save the per-property pre-arrival sequence to
08-guests/sequences/pre-arrival/{property-segment}.md
02AI Ambassador Configuration (per property)
Configure the SMS / WhatsApp concierge to handle the bulk of guest comms automatically.
- For each property, configure the response set covering the top 30 questions:
- Wi-Fi name and password
- Parking — where, how many spaces, oversize/RV/boat
- Trash / recycling — when, where, sort rules
- HVAC — thermostat behavior, mini-splits, ceiling fans
- TV — streaming services, remotes, soundbar
- Pool / hot tub — hours, rules, kid policy, towels
- Beach / boat / kayak access — gates, codes, gear closet
- Grill / propane / firepit — operation, propane source
- Pets — allowed Y/N, leash rules, where they can go
- Quiet hours, party policy, max occupancy
- Coffee, K-cups, kitchen tools, dishwasher
- Late-checkout, early-check-in policy
- Trash pickup day, locking up, departure SOP
- Local restaurants, grocery, urgent care, pharmacy, hardware, ATM
- Emergency contact (your office line + 911)
- Languages: enable EN + the local-tourism languages (typically ES, FR, DE, PT, ZH, JA — AI Ambassador supports 126)
- Escalation: any unanswered or sentiment-negative question routes to the on-call human in <60 seconds
- Save the per-property AI Ambassador config to
08-guests/ambassador/{property-slug}.md
03In-Stay Issue Handling
Catch and fix issues while the guest is still in the unit — not after they've left a 3-star review.
- AI Ambassador picks up issues via SMS sentiment + keywords (broken, leak, bug, dirty, smell, cold, hot, no Wi-Fi)
- Auto-route to Housekeeping & Maintenance with severity tagging
- Send the guest a "we hear you, we're on it, here's what we're doing" SMS within 5 minutes
- Once resolved: send a "thank you for the patience — we appreciate you" + a small comp (a future-stay discount code, a credit toward late check-out)
- Track save-rate: % of guest issues resolved without dropping below 4 stars on the review
04Upsell Engine
The 15–25% revenue lift per guest the product is built around.
- Pre-arrival upsells: early check-in (+$50), late check-out (+$75), mid-stay clean (+$120), grocery delivery (cost+30%), beach-gear bundle (+$60), pack-and-play / high-chair (+$25), airport ride (cost+20%)
- In-stay upsells: extra night extension (when the calendar allows), restaurant reservation help (no fee, builds NPS), private chef (cost+25%)
- Personalize by group composition: families get pack-and-play + grocery; couples get late check-out + restaurant; groups get a mid-stay clean
- Track conversion per upsell SKU per market — drop the dead ones
05Local-Area Concierge
Restaurants, attractions, weather, urgent-care — the questions that ruin a vacation when nobody picks up.
- Per market, build the AI Ambassador concierge set: top 10 restaurants, top 5 family attractions, top 3 nightlife, top 2 grocery, urgent care, pharmacy, ATM
- Refresh quarterly via Firecrawl — outdated restaurant recs are a 3-star review waiting to happen
- Personalize the recommendation by group ("a kid-friendly seafood spot 5 minutes away" vs. "a wine bar within walking distance")
06Review Capture & Reputation Loop
Reviews drive listing rank — get them every time.
- T+0 (departure day, 11am): the AI Ambassador "thanks for staying" SMS with the easy review link
- T+1: gentle follow-up SMS / email if no review yet
- T+3: last gentle email with a "we'd love your feedback" tone
- For 4–5 star guests: ask for a public review on the channel
- For 1–3 star guests: route to the human Owner Relations / GM with a "make it right" call before any public review
- Save review interactions to
08-guests/reviews/{YYYY-MM}/{guest-name}-{property-slug}.md - Hand off public review responses to Marketing & Distribution
07Post-Stay NPS & Cohort Reporting
Know what guests are saying, not just what they're starring.
- T+5 day NPS survey via SMS (1-tap 0–10, plus 1 open-ended question)
- Output the monthly NPS report: score by property, score by market, score by group composition, top themes (positive + negative)
- Surface the negative-theme list to Housekeeping & Maintenance and Marketing & Distribution
- Hand the cohort report to the GM for the monthly briefing
08Damage & Disturbance Detection
The downside of doing 100s of stays a year.
- Configure AI Ambassador to listen for noise / party / over-occupancy signals (neighbor messages, decibel sensors if installed, unusually quiet host-side response from the guest)
- For confirmed disturbance: draft the cease-and-desist guest message, the neighbor apology, the OTA report, and the post-stay deposit-claim if applicable
- Coordinate with Reservations on cancellation if the disturbance is mid-stay
09Repeat-Stay & Direct-Booking Funnel
The cheapest booking is the second one from a happy guest.
- Identify the high-NPS, no-damage guests at T+30 days post-stay
- Send the direct-booking outreach: "10% off when you come back in the next 12 months — book direct, skip the OTA fees"
- Track conversion to direct booking from this funnel — surface the win-rate to the GM and Marketing & Distribution
- Hand the high-value repeat list to Reservations and the direct-booking site
